LAKIA JOHNSON

New Haven, Connecticut 203-***-**** ad3fgg@r.postjobfree.com

Professional Profile

An experienced Administrative/Customer Service professional with demonstrated commitment with providing exceptional customer service in fast paced office and call center environments. Recognized for strengths in leadership, client service, and client loyalty with various industry leading corporations. Nominated and accepted in to “Rising Leaders” program. Provides an unwavering commitment to client engagement, with the ability to build productive relationships, resolve complex issues, win customer loyalty and increase revenue generation.

Education

Bachelors’ Of Science Degree In Management 2009-20110 University Of Phoenix

Associates Degree In Finance And Banking 1996-1998 Norwalk Community College

Professional Skills

Microsoft Office

Internet, ADP and SAP

Salesforce CRM

EDI Order System

RightCrowd

Lenel 7.0

Sharepoint

Professional Experience

SITE LEADER RICOH @ AMAZON WEB SERVICES March 2016 – December 2018 - Atlanta, GA

•Lead a team of 2 other receptionists

•Greeted and checked-in visitors, interview potential candidates and vendors

•Created employee, visitor and vendor badges

•Coordinated courier service

•Assisted Amazon’s recruiting department by issuing and collecting NDA’s

•Created remedy tickets for all facility issues

•Coordinated and assist blue badge employees with large group visitations and conference room bookings

•Created Badge access for visitors and Amazon employees entering into the Amazon space

•Assisted blue badge employees with catering, delivery and set-up

•Managed Communication Center supply levels and replenishment

•Provide monthly office statistics via the Monthly Operations Report (MOR)

•Responsible for the training and onboarding of new personnel and FSR’s

•Developed the creation of policies and procedure guidelines for better implementation of office tasks

CUSTOMER FULFILLMENT REPRESENTATIVE – AUTOMOTIVE NOVELIS NA December 2014 – July 2015 - Atlanta, GA (Contract)

•Developed, maintained, and published necessary reports to clients and/or the commercial group

•Greet customers warmly and ascertain reason for calling

Providing leadership and an overall assessment and guidance to the Customer Service team

•Kept clients informed of inventories and order status in a proactive and professional manner

Collaborated with both Commercial and Product Line Demand Managers to refine forecasts and demand expectations

•Generated a consolidated forecast and is accountable for the accuracy of the forecast centered into the system Ensured understanding of forecasts, communicates changes in forecasts and order status, handles customer inquiries and generates price quotes

BILLING COORDINATOR / CUSTOMER SERVICE TOMRA NA September 2013 - October 2014 - Shelton, CT

•Input barcode requests for electronic and manual upload into bottle redemption machines

•Collected deposit data remotely for weekly report

•Oversee all invoicing of clients.

•Sent customer reports generated by the CRB team

•Reviewed all documentation for goods or services provided and giving the client a clear, itemized bill in a timely fashion

•Conducted product research when further details were needed (ie. distributor name, bottle material and size)

•Served as liaison to acquire updated UPC lists from distributors

•Created a manual of processes used daily

CUSTOMER SUPPORT ADMINISTRATOR AVOCENT April 2008-February 2013 - Stamford, CT

•Coordinated, tracked, resolved and follow-up on customer-initiated requests for support

•Created login requests for Avocent Customers to various web tools

•Verified that Service Levels Agreements are met based on published parameters

•Answered incoming support requests through phone and electronic media (90% of time worked) which is logged in SAP

•Escalated Severity Level 1-4 issues to resolution

•Verified warranty status

•Issued, maintained, tracked and completed Warranty RMA’s in SAP

•Supported Accounting on RMA’s hold

•Responsible for generating and issuing reports

•Provided on-the-job training for newly hired teammates

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